Smarsh

4 weeks ago

Technical Support Engineer I

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 14 hours agoStatus: Live

Job Summary

Technical Support Engineer I in Smarsh’s Client Services team, handling customer account changes (downgrades/cancellations) while following policies to minimize operational risk. You’ll collaborate with Support, Engineering and cross-functional teams to resolve complex issues, document thoroughly, and mentor others, using Salesforce, Jira, Slack and Confluence to drive timely resolutions.

Location: United States

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Process downgrades and cancellations for Smarsh products.
•Follow required policies and processes to ensure due diligence and prevent risk of inadvertent service stoppage.
•Effectively communicate issues to internal teams, both technical and non-technical, in various channels.
•Log and track cases using Salesforce, maintaining detailed documentation of all interactions and statuses throughout lifecycle of case.
•Capture, reuse and share knowledge using Confluence.

Pay and Benefits

Salary: USD 60,000 - 80,000 annually

Key Requirements

•5+ years of customer service experience
•Ability to understand complex issues and communicate them to clients clearly
•Ability to understand implementation processes and application consoles
•Experience troubleshooting technical solutions
•Strong documentation skills and technical competency

Experience:5+ yearsSaaSRegTech

Skills:CommunicationProblem-solvingAttention to detailDocumentationCustomer service

Languages:English

Tech Stack:SalesforceConfluenceJiraSlack

Company Brief

Smarsh

Provides cloud-based archiving, compliance, and e-discovery solutions that capture, retain, and monitor electronic communications across email, social media, mobile, and collaboration platforms for regulated industries.

Industry: RegTech

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Funding: Private Equity Backed

Headquarters: Portland, United States

Founded: 2001

Website LinkedIn

Loading job details...

Preparing the role view and application actions.

Smarsh

4 weeks ago

Technical Support Engineer I

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 14 hours agoStatus: Live

Job Summary

Location: United States

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Process downgrades and cancellations for Smarsh products.
•Follow required policies and processes to ensure due diligence and prevent risk of inadvertent service stoppage.
•Effectively communicate issues to internal teams, both technical and non-technical, in various channels.
•Log and track cases using Salesforce, maintaining detailed documentation of all interactions and statuses throughout lifecycle of case.
•Capture, reuse and share knowledge using Confluence.

Pay and Benefits

Salary: USD 60,000 - 80,000 annually

Key Requirements

•5+ years of customer service experience
•Ability to understand complex issues and communicate them to clients clearly
•Ability to understand implementation processes and application consoles
•Experience troubleshooting technical solutions
•Strong documentation skills and technical competency

Experience:5+ yearsSaaSRegTech

Skills:CommunicationProblem-solvingAttention to detailDocumentationCustomer service

Languages:English

Tech Stack:SalesforceConfluenceJiraSlack

Company Brief

Smarsh

Industry: RegTech

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Funding: Private Equity Backed

Headquarters: Portland, United States

Founded: 2001

Website LinkedIn